SASHA-GAYE MARSTON KAMARA
Glendale,USA
Summary
Dynamic business administration graduate with extensive experience in customer service and life insurance, skilled in issue resolution and relationship building. Recognized for collaborative leadership and a commitment to reliability, consistently achieving high customer satisfaction ratings through effective cross-departmental collaboration. Possesses a comprehensive understanding of property claims processes and risk assessment, complemented by meticulous attention to detail and a proven track record in claims management. A team-oriented professional thriving in fast-paced environments, adept at adapting to changing priorities while ensuring client satisfaction through strong analytical and communication skills.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Fire Property Claim Specialist
State Farm
09.2024 - Current
- Analyzed fire claim cases to determine coverage eligibility and policy compliance
- Collaborated with clients to gather necessary documentation for claim processing
- Reviewed and assessed damage reports, ensuring accurate claims evaluation
- Coordinated with contractors and adjusters to expedite claim resolution
- Ensured compliance with state regulations governing the handling of insurance claims, mitigating risk exposure for the organization.
- Advanced knowledge of estimating losses using Xactimate, Xact Content
- Proficient in reviewing State code to ensure regulations are met.
- Reviewed documentation for accuracy and completeness, mitigating potential discrepancies.
Customer Service Rep
MassMutual
03.2022 - 08.2024
- Manage advisor requests to explore alternative coverage options when applicable.
- Manage amendments to policies (update face amounts/term length; correct/adjust application responses from clients; add/remove riders).
- Guide users through the necessary steps to submit applications or make changes, using co-browse technology where needed.
- In cases of system functionality problems, perform technical troubleshooting, identify gaps, and gather & submit the appropriate details to technical support teams to resolve.
- Understand known system gaps or limitations and employ workarounds as needed to resolve customer issues.
- Assist with initiating a claim, Start the initial claim process, asked probing questions to ensure accurate information is gathered.
- Investigate billing-related issues, and policy change issues and collaborate with different departments for resolution. Follow-up with clients and agents with solutions verbally and written.
- Identify and report to leadership system gaps or functionality limits that cause customer or agent friction.
- Perform post-issue policy maintenance/inquiries (billing/payments; beneficiary changes; conversions; reissues; cancelations; collateral assignments; death notice).
- Handle policyholder inquiries and ensure that problems are resolved and that policyholders are educated appropriately on the next steps.
- Process policy values (e.g., understand and calculate cash values, premium refunds or amounts due, loan balances, or loan interest refunds).
- Build rapport with each customer, asking probing and pertinent questions to understand and deliver on requests on the first contact. Receiving 95% customer satisfaction reviews.
- Use resources to accurately apply knowledge to handle problems independently and appropriately seek guidance for more complex situations.
- Communicate effectively to anticipate the needs of our customers and effectively problem-solve and de-escalate policy-related inquiries and requests.
Customer Service Rep
Grainger
06.2020 - 07.2021
- Provide superior service by delivering products and services to meet or exceed customer expectations. Aid customers by providing the best solution and resources for product selection, product identification, order placement, and pricing!
- Build customer relationships and loyalty by responding to a high volume of INBOUND phone calls. Resolved customer requested on the first call to reduce call volume. Work with customers and Sales team members daily in a team-based environment.
- Use a computer and multiple computer programs in each call. Resolve customers’ challenges with the best solutions by using all resources for account selection, product identification, order placement, and order management.
- Resolve any pricing and invoicing discrepancies situations, apply credit to customers when needed, and implement return procedures.
Customer Service Rep
Home-Depot
04.2017 - 08.2019
- Provide fast, friendly service by actively seeking out customers to assess their needs and provide assistance. Incorporate knowledge learned about products using our tools, and provide information to customers to sell an entire project.
- Greet, qualify, recommend, and close every customer, and know how to manage basics in adjacent departments. Maintain the in-stock condition of assigned areas and ensure it is clean, shop-able, and safe.
- Resolve customers’ challenges with the best solutions by using all resources for account selection, product identification, order placement, and order management.
- Resolve any pricing and invoicing discrepancies situations, apply credit to customers when needed, and implement return procedures.
Education
Master's - Business Administration
Grand Canyon University
Phoenix, AZ10.2018
Bachelor of Science - Psychology
Grand Canyon University
Phoenix, AZ12.2017
Associate Degree - Medical Administration and Executive Assist
Monroe College
New Rochelle, NY04.2015
Skills
- Analytical thinking skills
- Strategic growth planning
- Estimating repair costs
- Analytical decision-making
Certification
License Claim Adjuster
Honorable Society of Collegiate Scholars
Timeline
Fire Property Claim Specialist
State Farm
09.2024 - Current
Customer Service Rep
MassMutual
03.2022 - 08.2024
Customer Service Rep
Grainger
06.2020 - 07.2021
Customer Service Rep
Home-Depot
04.2017 - 08.2019
Bachelor of Science - Psychology
Grand Canyon University
Associate Degree - Medical Administration and Executive Assist
Monroe College
Master's - Business Administration
Grand Canyon University